Customer Support Specialist (Crypto Exchange, English)

WhiteBIT is a global fintech company with a team of over 1,100 professionals. As a cryptocurrency exchange serving more than 5 million users worldwide, we are committed to delivering top-tier services through an intuitive interface and a robust set of analytical tools. By partnering with cryptocurrency projects globally, our mission is to promote the widespread adoption of blockchain technology, guided by the principles of security, expertise, and innovation.

We are looking for a Customer Support Specialist!

Requirements:

• English Strong B2 level

• Ukrainian С2 level

• Experience with APIs: understanding the principles of API operation, request and response structures (REST, JSON).

• Ability to perform basic operations with APIs: sending requests, using tools (e.g., Postman, cURL).
• Understanding of core HTTP methods (GET, POST, PUT, DELETE) and their use cases.
• Basic knowledge of working with authorization tokens (OAuth, API keys).
• Skills in analyzing API documentation and integrating with other systems.
• Preferable: understanding of error handling processes and HTTP status codes (200, 404, 500, etc.).

The candidate should be ready to quickly learn and enhance their API skills.

Responsibilities:

Client Support:

• Working with profile-specific clients, providing prompt and high-quality assistance.
• Resolving user requests through messengers (e.g., Telegram) and other communication channels.

Reporting and Analytics:

• Maintaining regular reports on completed work and achieved results.
• Analyzing user requests and offering suggestions for process improvements.

KPI Achievement:

• Meeting established efficiency and quality performance indicators.

Product Knowledge:

• Regularly studying the functionality of the company’s products.
• Responding quickly to changes and new developments.

High-Quality Support:

• Delivering professional and top-tier assistance to clients.
• Keeping up with new dynamic changes to meet user expectations.

Team Collaboration:

• Interacting with colleagues and assisting in resolving issues within the scope of competence.
• Actively participating in achieving departmental goals and fostering team spirit.

Tools and Communication:

• Utilizing Slack, Confluence, and Jira for interaction with other departments.
• Ensuring effective communication and collaboration.

Proactivity:

• Demonstrating interest and engagement in resolving user requests.
• Proposing ideas to improve department operations and support processes.

The specialist should pay attention to detail, be eager to learn, and aim to deliver an exceptional client experience.

We offer:

• Our own product;

• Paid training (3 months) with a mentor;
• Real career growth;
• Loyal and progressive management;
• Legal and accounting support;
• Paid vacation and sick days;
• Schedule: 1st-2nd month with a fixed schedule: 10:00—18:00 Mon-Fri.
• Starting from the 2nd-3rd month: 14:00—22:00 Sat-Wed, days off: Thu-Fri (time zone of Ukraine).

We provide challenging tasks that offer continuous growth opportunities for everyone. We’ve consistently embraced development and the advancement of our colleagues, ensuring work is always engaging. Our team is prepared to offer support, share expertise, and lend a helping hand when needed.